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IVR Solutions: How To Differentiate Yourself From The Competition

Here’s to 2016, a new year, a continued journey and an endless opportunity for success.

“In a world that’s flatter, where competition is fierce, and differentiators are quickly lost, customer service is critical to building long-term relationships and a sustainable business. Customer service is the outcome of every interaction with someone and it’s what builds brands. Suck at your own risk,” says Akash Desai, President of IVR Technology Group. “We think a large part of why we were included in the Forrester report is because we adhere to these principles of enhancing interoperability, supporting mobility, and being security focused.”

IVR Technology Group was recently recognized in an independent research report regarding IVR solutions. Check out our official press release here.

With IVR solutions, keep this in mind:

● Interoperability: Thinking of an IVR solution as a way to cut costs misses the point. Spend extra effort and use deeper integrations with your information systems to make the automated interaction with your customer enjoyable and effective.

● Mobility: Communicate how your customer wants to communicate. Couple IVR with mobile, social, and online channels so that conversations can move freely between them. For example, a caller may start by using an IVR to check their balance but move the credit card entry portion to a mobile responsive page that gets texted to the caller on their smart-phone because who wants to key in their company name on a phone keypad?

● Security: If you tell your customers they are the most important part of your business, spend the time to safeguard what’s important to them: their personal data. Good guidelines to follow when thinking about security and privacy are the NIST guidelines here.

IVR Technology Group, a leader in multichannel business communications and payments, today announces its world-class Net Promoter Score (NPS) of +83. The score is based on a customer survey sent in August of this year.

As IVR Technology Group continues to add more members to their growing team, the company is particularly interested in filling a few more business development positions to help respond to the increasing demand for its products and services.

IVR Technology Group, a leader in multichannel business communications, has been named one of the fastest growing companies in Western New York by Buffalo Business First. Read more about the news here.

IVR Technology Group announced the release of a new hosted omnichannel contact center solution priced for small to medium-sized businesses, Xteams. The new contact center product offers a full suite of multi-channel features.